Page 62 - Sales & Service Excellence 2019

BUILD LOYALTY
Gaining Control of Difficult Calls
You have more power for controlling the tone of a call than you may realize. Your vocal tone and choice of words can significantly reduce the temperature of a hot call from an angry customer. Remember that you invite the behavior that you exhibit. Be empathetic. Hear the customer out, utilize your active listening skills, and let the customer know that you understand and empathize with their situation. Then focus on obtaining a solution for that customer. If you are unable to provide one, then bring your manager into the situation so that an appropriate decision can be made.
Above all, focus on making the customer feel heard and responded to - even if you are unable to provide the exact
solution that he/she was looking for, your personal touch and care for their needs will go a long way towards building
that customer’s trust in Lancôme. Giving the customer your name and letting them know that they can always call upon you for anything is another excellent step towards building that customer’s trust in Lancôme and your store/ dept.
Take the blame for any communication obstacles. When you answer the telephone, you occasionally may have difficulty understanding what the caller is saying. Above all, don’t blame the caller. Instead, put the burden on yourself.
For example,
“Excuse me, I am having some difficulty hearing you.”
Or
“I’m so sorry but I can’t quite understand what you’re saying. If I could ask you to slow down a little bit and repeat what you’ve said, I will be better able to help you.”
60 SALES & SERVICE EXCELLENCE